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Support with debit card purchases

When you buy something using one of our payment methods, such as your Barclays debit card, we might be able to help you if something goes wrong.

Paying with your Barclays debit card

Here are some things you could be covered for when you pay with your Barclays debit card, as well as when and how to make a claim. Of course, if you see anything suspicious on your account and think you might have been a victim of fraud, please contact us straight away.

If you have a problem with a purchase, you should always try to sort it out with the retailer first. But if you can’t, you could use the chargeback service (sometimes known as the disputes service) for purchases you’ve made with your Barclays debit card. You can make a claim through this service if something goes wrong with a purchase, or if you’re charged the wrong amount by mistake.

What sorts of things could be covered?

Purchases not delivered

Items that are damaged, or not as described

Goods that don’t arrive because the seller has gone into administration

A purchase transaction on your current account from a company or retailer that looks like fraud, because it’s a duplicate payment or you’ve already paid in a different way

Additionally, if you don’t recognise a transaction and you think it might be fraud on your account, please contact us straight away.

Could you claim?

Faulty items?

Nadia bought a coffee machine for £99. When it broke, she paid for it to be fixed, thinking she would be able to claim back the cost.

Could Nadia claim?

No, Chargeback doesn’t cover the cost of fixing a faulty item.

Missing items?

Jane ordered a pair of lamps online, costing £35.99 each. When they were delivered, only one lamp had been sent.

Could Jane claim?

Yes, she could make a claim for the lamp that wasn’t delivered.

Services cancelled?

Nicola booked a flight for £69.99. A week before she was due to fly, the airline told her the flights would no longer be going ahead.

Could Nicola claim?

Yes, Nicola could claim as she didn’t receive the service she paid the airline for.

Delay making a claim?

Hassan bought two concert tickets for £90, 11 months before the event, but it was cancelled the week before. He sent a chargeback claim 90 days after the concert was due to take place.

Could Hassan claim?

Yes, even though he didn’t claim until 90 days after the date of the concert, Hassan was refunded. This is because the time limit for making a claim was from the date the concert was due to take place, rather than the purchase date.

How do I claim?

You should try to sort things out with the seller first. If you can’t, then you could make a claim through the chargeback service – call us on 0345 734 5345 (+44 24 7684 2100 if you’re outside the UK), lines are open 24/7 including holidays1, or visit a branch.

You’ll need to make your claim within 120 days (approximately four months) of the problem, or within 540 days (approximately 18 months) of the transaction date. We’ll need details of the purchase. We’ll get in touch if we need any more information from you when we’re dealing with your claim.

Typically, we’ll raise the claim with the card scheme (Visa) and, if your claim is successful, we’d hope to resolve it within about 30 days. Sometimes the process takes longer, depending on Visa’s response.

For travel bookings, if the travel company has gone into liquidation before you travel, you should contact ATOL or ABTA to check if the travel company is a registered member. They should be able to tell you what to do next.

Support for other payment methods

Pay by Bank app

Payments you’ve made with Pay by Bank app are covered in the same way as payments with a debit card, but you don’t have as much time to make a claim – you’ll need to make your claim within 90 days of the transaction date, or 270 days (approximately nine months) if you received your purchase after the transaction date.

PayPal

If you’ve linked your Barclays debit card to PayPal to make a purchase, please contact PayPal directly for details of their support service.

Barclaycard

Paying directly from your current account

There’s no chargeback service for purchases made by transferring money from your current account to a recipient’s account (using their account number and sort code). You’ll need to contact the seller directly if you have any problems with your purchase.

If you think someone’s taken an unauthorised payment from your account, please tell us as soon as possible – we may be able to help. Our customer agreement has more information on when and how we can help.

Paying by cash or cheque

There’s no chargeback service for purchases made by cash or cheque. You’ll need to contact the seller directly if you have any problems with your purchase.

Helpful links

There’s a range of legislation available to support consumers who experience problems with goods or services they’ve bought.

Barclays Bank UK PLC. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 759676). Barclays Bank UK PLC adheres to The Standards of Lending Practice which is monitored and enforced by The Lending Standards Board. Further details can be found at www.lendingstandardsboard.org.uk.